Refund policy

Herbal Dubai – Refund & Return Policy
 Last Updated: May 2026

Return Time-frame:

  • Customers in the UAE can request a return within 7 calendar days from the date of delivery.
  • Customers in other GCC countries (Saudi Arabia, Kuwait, Bahrain, Qatar, Oman) must also request returns within 7 calendar days from delivery.

Eligibility Criteria:

  • Products must be unopened, intact, with original seals, labels, and tags, and supported by proof of purchase.
  • Used, broken, or consumed products are not eligible for return due to hygiene standards.

Return Process:

  1. Contact our customer service:

  1.  Provide: order number, delivery date, product name(s), reason (optional), and photos if applicable.

  2. We review your request within 24–48 hours.
  3. Upon approval, return instructions and a prepaid shipping label will be provided.
  4. Ship the product securely for inspection.
  5. Refund will be processed after approval. Do not ship without prior authorization.
  6. Refund Policy & Charges:
  • UAE Returns: 25 AED of delivery charges is non-refundable; remaining product price refunded.
  • GCC Returns: 75 AED of shipping charges is non-refundable; remaining product price refunded.
  • COD orders: refund via bank transfer or store credit.
  • Online payments: refunded to the original payment method.
  • Total refund processing: 10–15 business days.

Defective or Damaged Products:

  • Report within 24 hours of delivery with photos.
  • Full refund or free replacement provided.
  • Herbal Dubai covers all shipping costs for defective/damaged items.

Non-Returnable Items:

  • Opened/consumed herbal supplements, skincare, or personal care products
  • Customized/tailor-made items
  • Promotional vouchers or gifts
  • “Final Sale” items and third-party retailer products

Exchanges:

  • Exchanges are processed via return and re-order only; no face-to-face exchanges.

Order Cancellation:

  • Before shipment: free cancellation; refund within 10–15 working days.

  • After shipment: refuse delivery or return unopened package according to the return policy.

Store Credit Option:

  • Get 110% of the refund value as store credit, valid for future purchases, no expiration.

Special Circumstances:

  • Lost/stolen packages: report within 48 hours; decision in 5–7 business days.
  • GCC orders: customer responsible for customs duties; refunds not available for rejected shipments.

Customer Support:

Compliance & Commitment:

  • Herbal Dubai adheres to UAE Consumer Protection Law (Federal Law No. 15 of 2020).
  • Clear, equitable return practices with fast service, quality UAE-standard products, and confidentiality.

Policy updates are posted with new dates; continued use signifies acceptance.